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ISBN 10: 1292100206
ISBN 13: 9781292100203
Author: Michael Heppell
The Service Star™
Part 1 The psychology of service
Loyalty 3.0
Make them feel famous
Trust me
One chance to make a first impression
Forget about the exceptional
Big Buyer is watching you
99 per cent of people are good
The top three referability habits
Part 2 Emotional engineering
The emotional bank account
Wee Wows™
What’s in a name?
Customer magic moments
What’s in a smile?
Send cards
Special requirements
Putting on the Ritz
Creativity gives better service
Part 3 Inspiring interactions
Beware the silent customer
Super scripts
Telephone service
Advanced telephone service
Voicemail, answering machines and automated call queue systems
It’s not what you say
Part 4 Boiler room basics
Embracing new technology
RADAR thinking™
RADAR thinking™ at work
Designing fantastic service
Spanners and Heroes
Suppliers are customers too
Making the mundane marvellous
Systemise routines — personalise exceptions
The distraction of dirt
Secret shopper
Part 5 Navigating the negatives
Complaints – a chance to shine!
The blind spot
The customer is always right — not!
Feel, felt, found
I honestly don’t care about your problems
It’s your best friend – the awkward customer
Part 6 Lessons in leadership
Who wants to fly with Captain Denny?
Heads up!
Recruiting service professionals
Be individual, encourage individuals
Restoration team
Ring the bell
Service values
Empowering staff
Part 7 Business blueprint
Rate the brand
Service PR
Sell me a solution
Building a customer service brand
Hills and valleys
Using 5 Star Service as a training resource
Tags: Michael Heppell, service, deliver
